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Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here. 

Is there a way to add a status to sleep a ticket for a specified time?  I want something in addition to pending or a second pending option with a different timer.I found out ways to sleep ticket for specified days since last responded to but this isn’t sufficient for my needs.  I want to be able to sleep ticket for 6 weeks from when I changed status to sleep.

Hi,This article explains that the forwarding feature is only available for some languages.( https://support.freshdesk.com/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdesk )Is there the possibility that it will also be introduced for the Italian language? possibly I can get around the obstacle by changing the language in my panel? 

We are new to Freshdesk with the basic plan, alomst 1 week old, and we were able to study and configure a lot of aspects of Freshdesk. We even got our support email within our domain, verified. Any email sent to this support ID is generating tickets in Freshdesh, but the only concern we have is that none of the notification are going out.We have set notification templates properly, but even the test email from the template is also not going out. Need help to solve this issue so that we can start enjoying this beautiful application which seems to be a helpful option for our organisation ease out the burden of managing email.

Trying to setup my portal to use company DNS but the instructions are conflicted and changing. I have configured as in the instruction on Reg123. The CNAME check is coming back looking correct but unsure if the TXT record is correct. any help appreciated Simon

I´m a new customer for Freshdesk starting today. It works fine to recieve e-mails, but I can not create new once. I get this error message:Det gick inte att skicka e-post på grund av appen "": Cannot read property 'errors' of undefined I can not chose a “from” adress either, so I guess that is the main problem. The drop down is empty, but I have configured several e-mailadresses under Admin>Email. What is wrong?Thanks!

not able to click on the help widget captcha  in chrome 80.0.3987.122

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

We currently have Simple SSO with our Freshdesk and are trying to migrate over to Freshwork Oauth 2.0. We setup a IDP to use with Freshwork SSO but we are getting errors, saying its invalid credentials.  Do we need to turn off the Simple SSO first before the new Freshwork Oauth2.0 will work? We know that our IDP is issuing tokens correctly when we did a test so we’re trying to pinpoint the issue.

Hello,I have this scenario:A customer has an automatic program to send us the request (servicedesk@domain.it)When I receive the request, I have an automation to handle the ticket, but I shouldn’t send email for received ticket to servicedesk@domain.it, but to other emails.How I can handle this situation and add these emails to the automations?Thanksregards

Hello,setting an automation, with automatic answer, the answer does not appear in the ticket queue.Is it possible to view it?Thanksregards

Hello all, Understand that the FD does have 3 auto ticket assignment metrology, however I'd like to to if the higher resolved ticket shall results for more incoming tickets assigned if were on round-robin? Would need more clarification on that. 

Hello,We are implementing Freshdesk as a means of communication between our users, and the IT Team.I would like to ask one question, and would like if you can answer me, please:we are willing to create accounts in Freshdesk only for Helpdesk users, and support agents. And provide an email channel to users, so they can create tickets. My question here is, can users interact with the web portal after creating the ticket by emailThank you in advance,

Im new to freshdeskWhen creating a new ticket and sending it to anything other than hotmail, or outlook, it works, but when i try to send it to them domains it doesnt. Ive tested with multiple tickets and not sending. Im on the Blossom package if that helps?Any help would really be appretiated! Thank you!

When I view the solution articles in Agent Mode it looks fine, but the formatting in Customer Portal is much skinnier (there is too much white space on either side of the article - see attached). Any tables I include in the article don’t fit properly. Is there any way to format solution articles so they use more of the available space on the screen? Do I need to be on a specific paid tier or use a custom theme?

While testing the functionality documented here: Is there way to add tickets automatically to the solutions or knowledge base?Any email sent to kbase@<yourcompanyname>.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can choose to have this email address added as a bcc email if you'd like to have all tickets automatically added to the knowledge base or you can also manually forward the tickets to this email address, which would save them as solution article drafts.I found that tickets do correctly end up as drafts in the Solutions section --the Knowledge Base-- but there’s several issues which happen once you decide to edit them:Upon entering the edit view, the app won’t ever react to actions (publish, cancel, not even menu navigation). I checked the JS console and saw several nasty errors both on Firefox and Chrome. The right bar of “article properties” doesn’t show up. I suspect this is caused by the pre

Did you noted the Youtube video in KB Articles have low resolution?I see in my helpdesk all embed video are in low quality but if i open of youtube are perfect!  

I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

I have a problem with my automation rules.When a ticket is created from FRESHCHAT to FRESHDESK my rules are not being triggered.When a ticket is created from FRESHDESK itself, the rules are working normally.

Hi, is there any way to create an "internal" ticket that is not connected to an actual customer/contact but rather just a name? Every time we create a ticket, a "ticket created"-mail is sent to the customer. We would just like to create a ticket internally to work on, where no emails are sent to the customer. However at the same time, we also want to be able to create tickets where regular emails ARE sent to the customer, so they can follow the ticket. We want to use Freshdesk to replace "Microsoft Planner" which we are using today. We use Microsoft Planner to add 'tasks' (rather than 'tickets'). These tasks can be commented, edited etc. without sending any kind of notifications. We use this for the purpose of planning and following up with a customers case, so it's not forgotten. Any ideas on how we can accomplish what we have in Microsoft Planner, in Freshdesk instead? 

I wanted to display the articles based on tags, if the articles exceed some 100 numbers, then I will have to filter them based on the number of views,so that I can show only first 10 most viewed articles in my page.kindly, help me out.Thanks

Hi all,We have 30 groups of agents which handle tickets for their customers. Depending on the mail address (FROM) the mails should be routed into these groups. In total we have 2250 mailaddresses. On average that's 80 mailaddresses per group. The domain name of the mailaddress can be the same as a group is one location / establishment of a company.What would be the most efficient way to configure the above routing in Freshdesk?We were thinking of using automation rules, but the mailaddresses in these rules need to be entered one by one according to Freshdesk support. Anyone figure out a way to do this more efficient? Can an API be used to add the mailaddresses? Do we have some other way to route the mailaddresses into the right group so the agents can handle the mails?Regards,Nika.

I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution.Here is the rule (i can see # of tickets impacted by it):If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to RequesterPS I’m working in our sandbox at the moment.

I would like to automaticall merge all  new tickets into 1 based on customer email. If he sends a new email or opens a new ticket,  it should be merged under his old ticket.